An entire new reservation system was forced on us that barely works because Marriott didn’t want to pay Oracle to use the system they had been using before. To add to this, the agents were able to call supervisors that would help them fix things. The supervisors are now ordered not to help.
This is almost exactly what happened when United decided to use the old Continental Shares reservation system after the merger because it was "cheaper." It turned out to be far more expensive in terms of reduced capabilities, frustration for passengers and many (ex-United) agents alike, and the need to spend much more money to fix the problem. This cannot end well...